December 2009
Dear Clients and Friends:
Welcome to the Krause Practice Management Newsletter for December 2009. This issue features important information about changes in LexisNexis support and maintenance policies, Time Matters 10 Service Release 1, a special offer from Grundig Business Systems and some year-end "housekeeping" information from KPM. The LexisNexis support information is extremely important. Please make sure you read it carefully.
Thank You for a Great 2009
All of us at Krause Practice Management, LLC, extend warm wishes to you and yours this holiday season. Thank you for making 2009 a great year and we look forward to working with you in 2010 and beyond.
Change in LexisNexis Support Policy
LexisNexis has announced a change in its technical support policy for Time Matters. This change effects many KPM customers. In the past, Lexis allowed customers who were not on the current Annual Maintenance Plan (AMP) to receive free technical support provided they worked with a CIC and that CIC called technical support on their behalf. Effective January 4, 2010, CIC's will no longer be able to obtain technical support on behalf of a customer unless the customer is the owner of a valid AMP.
KPM prides itself on being able to resolve most Time Matters and PCLaw issues without having to call LexisNexis technical support. Unfortunately, there are situations where we have to call LexisNexis for a serious technical issue. This new policy means that we will not be able to obtain support unless the customer has a valid AMP.
Regardless of this change, there are very good reasons to have a valid AMP. In addition to providing LexisNexis based technical support, an annual maintenance plan provides you with the opportunity to always install the most recent version of Time Matters or PCLaw. We have been encouraging our clients all along to have a current AMP because of the upgrade benefits that it provides. This change in policy is one more reason that it makes sense. It is also worth mentioning, while this is certainly a change for LexisNexis, especially with regard to Time Matters, annual maintenance requirements are quite typical for specialty software applications used in the legal industry. PCLaw, TABS and Worldox have all had annual maintenance plans for years.
Lexis has informed us that each customer will be entitled to one complimentary technical support call after the new policy goes into effect. During the call, you will no doubt be strongly encouraged to purchase an AMP.
One final note on this change involves customer numbers. Lexis will use customer numbers to verify who owns a valid AMP and whether they have used their one "get out of jail free" card. In order to obtain support on your behalf, we will have to provide your customer number. Therefore, we will be requesting customer numbers from all of our LexisNexis customers. Along with this request we provide specific instructions on how to locate your customer number as well as easy-to-follow easy-to-follow instructions on how this submit your number to us.
Annual Maintenance Plan Renewal
Many of you have been receiving offers from LexisNexis to renew your AMP. While we encourage you to renew your AMP, we ask that you contact us before you do so and allow us to place the order on your behalf. We would like to make sure that you are receiving every possible discount and special offer. In addition, given the new support requirements, we very much need a record of every customer with an AMP. Finally, this is the only way for LexisNexis to know that you work with KPM for your Time Matters and PCLaw support.
Time Matters Version 10 SR1 Released
Last week, LexisNexis announced the release of Time Matters 10 Service Release 1. SR1 addresses a number of reported issues in the initial release of Time Matters 10, some of them reported by our clients. Overall, we saw fewer issues in Time Matters 10 than in previous versions and many of those that were discovered have been addressed in this release.
We realize that many of you wait to install new versions of software until after the first patch or service release of the product. We appreciate your desire not to be a beta tester for software companies. With the release of SR1, Time Matters 10 appears to have reached a level of stability were we feel comfortable telling our clients that they can move to it any time they desire. If you are on a current Time Matters Annual Maintenance Plan (AMP), there is no cost for version 10. However, the upgrade does involve an installation at the server and each workstation.
If you would like to arrange a time for us to upgrade you to Time Matters 10, have questions about your upgrade eligibility or would like to purchase an upgrade, call us at 262-806-7218.
Grundig Trade-In Special
Grundig Business Systems is offering their own version of "cash for clunkers". Grundig is offering a $40 rebate for the trade in of any analog dictation equipment. KPM already offers a 10% discount on all Grundig hardware and software. An additional $40 on dictation equipment means that you can save nearly 20% on a state-of-the-art digital dictation unit. Contact Jeff Krause for more information on how to take advantage of this limited time offer.
Year End Survey and Request for Customer Numbers
At KPM, we want to provide the best customer service possible and we would like you to provide feedback on how we are doing. Sometime during the next few weeks, all KPM clients will be receiving a short survey via email. We ask that you click the link provided and complete the anonymous survey. Of course, you are more than welcome to provide feedback at any time - positive or negative. We welcome testimonials and referrals.
Also, as mentioned earlier, we will be sending out a request for your LexisNexis customer numbers from all of our clients. You will be provided with instructions on how to find your number and how to submit it to us.
Jeff Krause, Bruce Dubin and Vik Sharma Certified in Time Matters 10
Jeff Krause, Bruce Dubin and Vik Sharma have all been certified in Time Matters 10. In addition, Jeff and Bruce were also certified in PCLaw 10.
Don't forget, if you have an emergency support issue, call the support line or send an email to support@krausepm.com. Do not leave an email or voicemail for a specific person. The support line goes to everyone at Krause Practice Management, so it is the best way to ensure that we are aware of the issue.
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